How to Elevate Customer Service in 2021?

Once Warren Buffet said,

‘It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.’ 

And reputation is not made just by creating the products. It requires good customer service too. As all you want for your brand to grow its loyal customers. Thus, enhancing and updating your customer service methods is necessary. 

You cannot just create unique products and think that your job is done. It takes customers to buy them, and how will you attract your audience? With products, yes, but also ensure that their interests, feedback, and problems are the center of your business. 

Just like you need loyal customers, the same way your customers need a trustworthy company. And you can be one – by providing them with the best customer service. 

Let me explain how you can enhance your customer service quality.

• Understand the Customer Experience

Understanding your customer’s requirements, expectations, and experience is very important. Creating a customer journey map helps you to track the end-to-end customer experience. It gives you a brief insight of customer experience across the entire process like:

• How long do they engage with your content?
• How many times do they click on the link in your content?
• What feedback did they give to each product/service?

And many more.

This lets you fix the concerning issues, find solutions and help to understand the significant consumer complaints you will hear from your customers.

• Provide the Right Solutions

Listening to or recognizing the customer’s issue is only half of your job done. They are getting in touch as they expect you to provide a solution to their problems, right? Let the customer know which actions you are going to take on their complaint and till when they will get the solution? And if you cannot fulfill their requirements, kindly recommend them to the person who can. 

While directing them to another person, make sure you have already mentioned the customer’s requirements to that person. Explain to them the benefits while keeping the process directly relevant to them. This especially works when suggesting a solution they were not expecting or may not like.

• Sharpen Your Technical Skills

It is obvious that customers will come to you with all types of problems. And they will expect the answers fast and accurately. If you don’t know how to implement a service ticket properly, you will be wasting their valuable time and affecting your company’s impression too. 

Before interacting with customers, you should take lessons on how to use your live chat and ticketing system and of course, how to type fast. Customer support software can be helpful here. It lets your service staff manage the tickets efficiently with ease.

• Know Your Products and Services Accurately

To help your customers, you too must have a deep knowledge of your products and how they work. It is recommended that each customer service agent should spend onboarding time with a seasoned product specialist. 

This helps the agent fully understand the products and services and ask any questions related to them. This enables you to help customers troubleshoot issues, and you share the product tips and tricks to make the product easier for your customers. 

• Measure and Analyze Your Customer’s Feedback

The most reliable way to understand if your customer service is top-notch is to ask your customers about the same. Use surveys to track your customer service metrics, individual product, and staff performance. You can ask service agent-specific survey questions, like “How effective or ineffective would you say the service team member’s communication was?” or How did you find our product’s performance? 

Once you understand which areas you ace at and which ones you need improvement at, you can focus on specific skills.  

• Make Your Business’s Key Information Available Online

If you are making a purchase online, one of the most frustrating things is not finding the information you want. To ensure that your customers don’t face the same situation, make sure that your website has an FAQ and a knowledge base section. Fill those up with all the relevant information that a consumer may require. 

For instance, information on exchanging and returning the products or subscribing and unsubscribing to any services should be easy to find. Having a knowledge base will help to cut down on customer support requests, and they are also good for SEO reach. Doesn’t it make this a win-win? 

• Integrate Chatbots

One of the major reasons why chatbots are becoming incredibly popular is because it increases customer satisfaction. Chatbots are always active in answering customers’ simple queries and even pre-qualifying leads by asking relevant questions. Eventually, this can enhance business sales and profits.

Here is how you can achieve customer satisfaction by using chatbots:

• You can engage your customers 24×7 with Chatbots to answer their simple queries and leverage customer satisfaction.
• When the chatbot answers without human support, the number of raised support tickets reduces significantly.
• With chatbots, you can automate the repetitive tasks of collecting information. And then, it can direct the complex chat to the right team or any other self-service option. 
• Chatbots can aggregate preferences gathered from past customer service encounters and apply them to current or ongoing customer interactions.

Wrapping Up

Technology and communication are the pillars of good customer service. And to ace in both of them, you will need customer service software. This manages your ticketing system, customer records, their feedback, etc., efficiently.